Customer Service Representative - City of Elk Grove : Job Details

The City of Elk Grove is now accepting applications for the position ofCUSTOMER SERVICE REPRESENTATIVEThe Public Works Department is currently seeking a highly motivated, versatile problem solver with excellent customer service and proven organizational skills to join our team as a Customer Service Representative. The ideal candidate will possess excellent communication skills, attention to detail, time management skills, and the ability to work independently as well as in a team.This position serves as the primary point of contact for residents and acts as a liaison to staff within the Operations & Maintenance, Capital Maintenance, Fleet & Facilities, and Recycling & Waste Divisions within the Public Works Department. Acting as an integral support system, the responsibilities of the Customer Service Representative also include supporting program goals, objectives, policies, and processes, ensuring they are carried out in both day-to-day and during special operations such as the storm response. As this position will coordinate with and support all Public Works divisions, excellent communication skills are vital for success in this role!This position is perfect for someone interested in an opportunity to work with a dedicated team that shares a commitment to quality customer service, efficiency, and innovation.Tentative Recruitment Timeline (subject to change)Filing Deadline: 11:59 PM on February 17, 2025Written Exam: February 25, 2025 (in person)Oral Board Interviews: March 6, 2025 (virtual)Final Selection Interviews: March 10, 2025 (in person)The City offers a competitive salary and generous benefit package including CalPERS retirement benefits, a deferred compensation match and more. Why work for the City of Elk Grove? Proud Heritage. Bright Future.Community ProfileElk Grove is a vibrant, family-friendly community of approximately 178,124 people in the Sacramento, California region, located 14 miles south of the State Capital and 60 miles east of the Bay Area. Elk Grove is a young, ethnically diverse, modern city that was incorporated in 2000. Elk Grove has low crime, excellent schools, over 100 community parks and 28 miles of trails, plentiful dining and shopping options, numerous annual events and festivals, and over 270 sunny days per year.DEFINITIONUnder general supervision, performs a variety of customer service duties insupport of an assigned department;serves as the first point of contact forassignedfunctional areas;processes the receipt of payments, departmental forms, or applications; provides supportfor accounting, financial, and cashier functions in assigned department; maintains department records; provides information and assistance to customers, thepublic, City staff andexternaldepartments; prepares correspondence andreportsas needed; andperforms related duties as assigned.SUPERVISION RECEIVED AND EXERCISEDReceivesgeneral supervisionfromassigned management or supervisory personnel.Exercises no direct supervision over staff.CLASS CHARACTERISTICSThis journey level classificationis responsible forindependently performingcustomer serviceduties in support ofassigned programs and/orfunctional areas.Positions at this level exercise judgment and initiative in their assigned tasks, receive only occasional instruction orassistanceas new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit.EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)Management reserves the right to add, modify, change, or rescind the work assignments ofdifferent positionsand to make reasonable accommodations so that qualified employees can perform the essential functions of the job.* Serves as the firstpoint of contactin person,over the phone, and through electronic meansfor functional areasthat have heavy contact with the public;provides customer service and assistance to the public in person, by phone, or by mail; responds to inquiries; explains internal processes, procedures, and requirements for a variety of transactions, services, or activities.* Receives and responds to requests for information, records, and documents; converts hardcopy records into digital formats; indexes digital records into an electronic records system;maintainselectronic and hardcopy files; files and retrieves record copies; responds to public complaints.* Receives and processes department forms; verifies accuracy of information on forms, collectsappropriate fees, and posts payments; routes forms toappropriate departmentsfor review and action.* Compiles, reviews, and records financial data to various departmental accounts; resolves discrepancies;establishesand maintains various files and records; balances cash; prepares and delivers bank deposits.* Perform a variety of cashier duties, including acceptance of payments in the form of cash, check, or credit card payments for department fees.* Performs a variety of general office support functions including typing, record keeping, and proofreading;maintainsdepartment schedules; creates correspondence with community membersregardingdonations, refunds, payment plans or other business transactions.* Assistsin the preparation of reports; gathers and organizes data; prepares andmaintainsa variety of files, logs, records, and reports.* Receive, review, and process mail for assigned department;process return tosender mail; creates mailers and distributes mail throughout the department.* Maintains reception area andensuresall public areas clean and tidy;secures and opens reception area at assigned business hours.* Monitors andmaintainsadequate quantities of supplies and forms; orders supplies andforms,as necessary.* Performs related duties as assigned.When assigned to Animal Services/Animal Shelter:Employees are regularly exposed to animals andare required toperform animal handling as part of their duties.QUALIFICATIONSKnowledge of:* Techniques for providinga high levelof customer service by effectively dealing with the public, vendors, contractors, and City staff.* Records management principles and procedures including record keeping and filing principles and practices.* Methods and techniques ofclerical accounting,coding, verifying, balancing, and reconciling accounting records.* Basic mathematical principles.* Pertinent federal, state, and local laws, codes, and regulations.* Basic principles and procedures of financial record keeping and reporting.* Operations, services, and activities offered by theCity, area, or function assigned.* Techniques for effectivelyrepresentingtheCityin contacts withthe public.* Diversity, equity, inclusion, and belonging concepts and principles, including their significance in organizational dynamics and the functioning of theCityand their impact on fostering innovation and collaboration.* Methods and techniques of preparing general business correspondence.* City and mandated safety rules, regulations, and protocols.* The structure and content of the English language at a level necessary to successfully perform the duties assigned.* Current equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.Ability to:* Understand the organization, operation, and services offered by theCityand of outside agencies as necessary to assume assigned responsibilities.* Understand and interpret federal, state, and local laws, codes, and regulationsrelevant to the area(s) of assignment.* Establish andmaintaina variety of files and records.* Perform routine mathematical calculations.* Read, understand, and review documents for accuracy and relevant information.* Workand multitaskeffectively in an environmentwith frequent interruptions and a high degree of public contact by phoneandin person.* Utilizeeffective and efficientcustomer servicetechniques to interact with internal and external customers, including responding to general inquiries and complaints.* Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.* Communicate clearly and concisely in the English language at a level necessary for successful job performance.* Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.* Engage with a diverse public and workforce,facilitatinginclusive service delivery, and implementingequitablecity policies.* Establish,maintain, and foster positive and effective working relationships with those contacted in the course of work.Education and Experience:Completion of the twelfth grade andone(1) yearofexperienceof experience providing administrative support or customer service in an environment with heavy public contact.Licenses and Certifications:* None.PHYSICAL DEMANDSMustpossessmobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas isfrequentlyrequired. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and tooperatestandard office equipment.Positions in this classificationfrequentlybend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees mustpossessthe ability to lift, carry, push, and pull materials and objects up to10poundsand up to 40 pounds when specifically assigned to Animal Services/Animal ShelterReasonable accommodations will be made for individuals with disabilities who are qualified to perform essential functions of a position or positions within this classification.ENVIRONMENTAL CONDITIONSEmployees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.WORKING CONDITIONSWhen assigned toAnimal Services/Animal Shelter, employees maybe requiredto worknon-traditionalhours including evenings, weekends, and holidays.FLSA Status:Non-exempt.The information listed above is subject to change and does not constitute either an expressed or implied contract. The City of Elk Grove is an equal opportunity employer and is committed to creating a work environment in which all individuals are treated with respect and professionalism. In accordance with the Americans with Disabilities Act, should special accommodations be necessary at any stage of the selection process, please contact the Human Resources Department at (916) ###-####.